How to Manage Messages in Zendesk Agent Workspace - Frequently asked questions
Frequently asked questions
How do I answer a message in Zendesk Agent Workspace?
To answer a message in Zendesk Agent Workspace, simply click the Accept button when a new messaging ticket comes in. This button is active for social messages, web messages, and live chats. Once you accept, the conversation will appear in the…
What are the different message types in Zendesk Agent Workspace?
In Zendesk Agent Workspace, you can handle two main types of messages: social messages and web messages. Social messages come from applications like Facebook or WhatsApp and are persistent, though they may have timeout rules for agent replies. Web…
How can I compose messages in Zendesk Agent Workspace?
Composing messages in Zendesk Agent Workspace is straightforward with the composer tool. The controls in the composer vary depending on the channel you're using. For instance, social messaging channels support attachments and emojis, which you can…
How do I assign a messaging ticket to another agent in Zendesk?
To assign a messaging ticket to another agent in Zendesk, you need to change the ticket assignee. Once a ticket is assigned to you, it remains with you until you solve it or transfer it to another agent. You can reassign the ticket by updating the…
What are the limitations of messaging in Zendesk Agent Workspace?
Messaging in Zendesk Agent Workspace has some limitations, particularly with social and web messaging channels. For instance, social messaging channels like WhatsApp have a timeout period, after which agents cannot respond unless the user sends a…
Can I merge messaging-based tickets in Zendesk?
Yes, it is possible to merge messaging-based tickets in Zendesk, but there are some conditions. The option to merge is available when the ticket involves another communication channel, such as email. If you're having trouble merging tickets, it…
How do I handle abusive customers in Zendesk Messaging?
Handling abusive customers in Zendesk Messaging can be challenging since the platform is not session-based. You can't 'end a session' as you might in a chat, but you can create a trigger or automation to mark the ticket as Closed based on your…
Can I separate the Accept button for different channels in Zendesk?
Currently, Zendesk does not offer the ability to separate the Accept button for different channels like Facebook Messenger, Twitter, and live chat. All messages are mixed in the messaging interface, which can be challenging if you have different…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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